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Your health and safety, as well as that of our staff and partners is our top priority, and we are closely monitoring the situation around Covid-19. We know that many of you may be concerned about the virus and we are working hard to ensure that we can continue providing essential services to you while following government guidance around limiting the spread of infection.

Current government guidance stipulates that we should all stay alert, which means everyone must:

  • stay at home as much as possible
  • work from home if you can
  • limit your contact with other people
  • keep your distance if you do go out - at least two metres where possible
  • wash your hands regularly

The key symptoms of coronavirus are:

  • a high temperature – you feel hot to touch on your chest or back
  • a new, continuous cough – this means you've started coughing repeatedly
  • a loss or change to your sense of smell or taste

If you have symptoms and live on your own, you should stay at home (self-isolate) for seven days. If you live with other people, all household members should stay at home for 14 days from the day the first person got symptoms.

We are keeping in touch with customers by phone, email or by video call where possible. 

We are monitoring the situation closely and will adapt how we provide our services in line with current advice from the government and Public Health England (PHE). 

The link below will take you to the latest updates from the City of Wolverhampton Council’s Director of Public Health, links to national public information, advice and guidance. It is a live site, with information being added all the time, so please check back regularly.

Click here to visit the council's website

 

Important information about our services

We need to ask you questions

When you contact us, we will ask you some simple questions to determine the level of risk to you, our staff and our partners from coronavirus. We are doing this for all our customers, so please don't be offended and please do answer honestly.

One Stop Shops

All of our one stop shops are closed until further notice. We have taken this decision for the protection of customers, colleagues and members of the wider public. 

We can still be contacted by webchat, email, Facebook messenger and, if necessary, by phone. Our out of hours emergency arrangements remain in place. 

Repairs and improvement works

We are only undertaking emergency repairs and external maintenance at this time. If you would like more information about what we consider an emergency repair, please visit our repairs page. If your request or enquiry isn't urgent, please consider contacting us at another time.

Customers are no longer able to book their own repairs through My Account until further notice, meaning you will have to contact us to book repairs. This is a precautionary measure, as it will enable our staff to ask you important questions around coronavirus, so that we can all do our part to limit the spread of infection. 

We have also put a hold on all improvement projects, including the regeneration of Heath Town. We will resume these works as soon as it is safe to do so and following government guidance.

Gas safety checks

Although we have a legal obligation to carry out annual gas safety checks to tenants' homes, we are also mindful of the risks to residents from coronavirus. 

In line with government guidance, we will continue to carry out gas safety checks where possible - however, these will be assessed on a case by case basis. 

We will attempt to contact you before your appointment to confirm if any member of your household is isolating due to coronavirus symptoms, or because they are classed as especially vulnerable as defined by the government. In these cases, we will make arrangements with you to complete your gas safety check at a later time, when it is safe to do so. When we contact you, we will also check that you have a working carbon monoxide alarm. It is important that if you are isolating for any of the above reasons, you contact us to let us know. 

If you are not isolating on government advice, please allow our gas engineers access to your home to carry out your gas safety check. Please be assured that they are observing excellent personal hygiene and will adhere to social distancing measures by maintaining two metres’ distance or asking you to move to another room. 

If you smell gas or if you have concerns about the safety of your gas appliances, you should contact Cadent's emergency number on 0800 111 999. Switch off your appliances until a registered gas engineer has told you it is safe to turn them back on.

Rent 

Those that can should pay their rent as normal. More information on how to pay can be found on our 'pay your rent' page. 

We appreciate that many people have been affected financially by the coronavirus outbreak and that some customers might find it more difficult paying their rent and other charges. Please be assured that our focus is supporting those people that need us. If you're having trouble paying your rent, please get in touch with our Money Smart team. They will assess each case on an individual basis and will look to put the appropriate support in place. 

Visits by our Tenancy Officers 

Due to social distancing measures, we're not currently able to process any applications for permissions, hard standings or the Tidy Garden Scheme. You are still able to make an online application and we will keep a record of your request; however, we will contact you at a later date when government restrictions are relaxed and when it is safe to do so, to discuss and progress your application.

Estate inspections have also been postponed until further notice. We thank you for your patience and understanding at this time. 

Domestic Abuse

We are still dealing with reports of domestic abuse during this time of crisis. Please don't suffer in silence - talk to us. You can speak to any of our front line teams, who will refer you to our Housing Support Team's domestic abuse specialist. If you would rather contact our specialist direct, you can email your details to housing.support@wolverhamptonhomes.org.uk 

Lettings

Following a recent update to government guidance we have begun to organise viewings and sign-ups if you have been offered a property in writing. These will be done in line with social distancing guidance to ensure the safety of our customers and staff. More information will be provided about this when we contact you to organise a viewing appointment. We are also allocating properties that are currently or will soon be ready-to-let. Please do not attempt to view a property without being invited to by the landlord or managing agent.

We will be unable to provide feedback on previous bids by phone. Live feedback showing the priority and waiting time of the applicant we are considering is available on the Homes in the City website.

We will also start advertising homes again from Tuesday 2 June 2020. This means you will be able to bid for homes you wish to be considered for from this date. If you are placed at the top of a shortlist we will contact you and ask you to provide evidence of your circumstances – please bear in mind we may ask you to do this by email or WhatsApp to avoid unnecessary contact. Lettings Officers will discuss the best way for you to provide this information when they make contact with you.

For more information, please visit our Homes In The City website

Terminating your tenancy

If you have terminated your tenancy and are due to hand in your keys, please hold onto them and a member of the Lettings Team will contact you to discuss your individual circumstances. If you are terminating a tenancy on behalf of someone else the Lettings Team will also be in contact with you.

Self-isolation

If you are self-isolating, we will ask you to move to another room while we carry out essential work at your property.

Where someone is self-isolating due to a possible case of coronavirus, our staff will wear protective clothing to reduce the spread of infection and protect you and us. This is just a precautionary measure so please do not be alarmed. 

 

The situation around coronavirus is fast moving and advice from government is continuously evolving to reflect the current situation. We will adapt our services to ensure we can continue to deliver essential services, while adhering to the government's guidance to limit the spread of infection. We will update this page regularly to tell you about any changes to our services. We thank you for your understanding and cooperation at this time. 

Useful links

Click here for government guidance in other languages 

Click here if you have questions or concerns about energy and fuel bills during the coronavirus outbreak

Click here for more information and guidance about coronavirus in British Sign Language

Click here for advice from the council if you want to make a claim for compensation during the outbreak

Click here for money guidance from Citizens Advice Wolverhampton

Click here to seek advice applying for Universal Credit during the coronavirus outbreak

Click here for government support for people with medical conditions that make them vulnerable to coronavirus

Click here for support from energy companies during the coronavirus outbreak

Click here for broadband providers help during the coronavirus outbreak

Click here to find out how mobile phone networks are supporting people through the coronavirus outbreak

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